How Instant Resolution & Support Works With Alfie

Contents

How does Alfie work?

What Alfie handles for you

Your brand voice, built in

Here’s what’s going to improve

How to check on Alfie day to day

Where Alfie can be deployed

What to expect in the first few weeks

Questions?

How does Alfie work?

For brands managing guest interactions across thousands of locations, the volume is impossible to handle manually. Most complaints go unanswered. By the time a human responds, the guest is already gone.

Alfie is the Experience agent built to close that gap. Unlike a generic chatbot, Alfie already knows your customers. It draws on the customer database from the first message: order history, loyalty status, complaint record, and lifetime value. That means the moment a guest reaches out through any channel, from surveys, post-order submissions, the mobile app, and website, Alfie acts instantly, applies the right recovery, and closes the ticket.

Your brand policies govern everything it does. It cannot go off-script. Your team does not need to be involved for most cases. It's your entire guest experience team, on autopilot.

This guide walks you through what the agent does, what you need to do before go-live, and what to expect when Alfie is integrated into your system.

What Alfie handles for you

When a guest reaches out through your website or app

Alfie works for every guest, whether they are logged in or not. For general questions like menu items, store hours, and ordering links, it answers immediately without needing an account.

When a guest has a complaint and is identified through their login or loyalty account, it switches into recovery mode. Alfie pulls their order history, checks your recovery policy, and acts on it. Loyalty points, a replacement offer, or both. The conversation is logged on the Momos platform as resolved.

Your team does not need to monitor an extra inbox for this. Everything flows into Momos automatically.

When a guest submits a negative survey

Instead of waiting days for a callback, the guest sees an option to chat directly with Alfie after submitting their survey. They do not have to type anything additional. The agent already has their complaint, their order details, and their identity from the Customer Data Platform (CDP).

It calculates the right recovery and resolves it on the spot. For loyalty members, that means points. For non-loyalty guests, it can be an offer sent either to their email or as a real-time redemption link in the chat. If the issue isn’t resolved, it escalates to your customer service team.

When a complaint needs a human

The agent routes the full conversation to your customer service team. The assignee can see everything: what the guest said, what was tried, and what outcome the guest is expecting. Your CS team works out of their existing tools, and the resolved or escalated status syncs back to Momos.

When a guest tries to claim recovery twice

The agent checks your customer data automatically. If the guest has already been recovered for the same issue, it blocks the second claim and, if the pattern hits your fraud threshold, flags it for a human to review.

Your brand voice, built in

Alfie adapts to your brand's personality through configurable Dos and Don'ts. A fast-casual taco brand might set a casual, emoji-friendly tone. A fine dining concept might prefer formal, understated language throughout. These guidelines apply to every message Alfie sends. If a response pattern does not quite fit, you can update the guidelines at any time and the change takes effect immediately. Your brand voice evolves and Alfie evolves with it.

Here’s what’s going to improve

How to check on Alfie day to day

Open Momos, go to the Unified Inbox, and filter for chat. Resolved conversations will appear with a green status. You can filter by location.
Escalated tickets show as open and will have been assigned to your CS team. You can see the full conversation thread.
Your Operator Report will begin to reflect chat resolution data alongside your existing feedback channels.

If you are seeing patterns you want to flag, reach out to your Momos CSM. We check in weekly during the pilot.

Where Alfie can be deployed

Alfie meets your guests wherever they already are. There are three ways to deploy it.

Website widget

Alfie is embedded on your website as a chat widget. Customers can open a conversation from any page and get immediate help without leaving your site. If they are already logged into your ordering platform, Alfie recognises them automatically — no separate login, no asking for their email.

Mobile app

Embed Alfie directly into your app using the Momos SDK. When a guest taps Help or Contact Us, they chat with Alfie with their full account context already loaded. Alfie can see exactly what they ordered and when without asking.

Post-survey recovery

When a guest completes a Momos survey and their response is negative, they can be redirected to Alfie automatically. Alfie already has the full survey context — what scored low, what they wrote — so the guest does not have to re-explain anything. They go from expressing dissatisfaction to receiving a personalised recovery in a single seamless flow. If you are already using Momos post-order surveys, this can be activated with a single switch.

What to expect in the first few weeks

Alfie will handle the majority of incoming guest complaints automatically. Your team will notice a drop in the volume of complaints that need a manual response. For franchise owners, that means less reliance on a large CS team to manage guest issues day-to-day.

You will also see more complaints being resolved faster, which means more guests coming back. Loyalty recovery redemption goes up significantly when guests get an immediate response versus waiting.

For your CS team, the learning curve is minimal. The system is built around a list of tracked incidents and recovery policies. Most CS agents are able to pick it up quickly, regardless of their familiarity with Momos. But if you ever need help, we’re just an email or text away.

Questions?

We hope you’re as excited as we are about the launch of Alfie. To help with any questions and feedback at all, please reach out to your Customer Success Manager.

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